Declaration

1
Approval Sheet

2
Acknowledgement

3
 Executive Summary

The purpose of this study is to explore the relationship between TQM practices and
performances at Eco Infinity Private Limited. This study investigated impacts of TQM practices
on various performance measures as well as the reasons and the barriers of the TQM practices. A
survey was conducted through the distribution of questionnaire, with a satisfactory rate
of……..Results revealed that primary obstacles that the firms in Turkey face were lack of
employee involvement, awareness and commitment of the employees, inappropriate firm
structure, and lack of the resources. It is recommended that firms should continue implement
TQM with all variables to improve performance. Firms should improve employees’
involvement/commitment/awareness to TQM, enhance firm structure, and provide resources to
overcome the barriers that prevent effective implementation of TQM practices.

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 TABLE OF CONTENTS

Chapter Contents Page no

Declaration 1

Approval Sheet 2

Acknowledgement 2

Executive Summary 4

Table of Content 5

List of figures 6

Chapter I: Introduction 7

1.1 Background of the Study 7

1.2 Objectives of the Study 8

1.3 Research Methodology 8

1.4 Statement of the Problem 9

1.5 Scope of the Study 9

Review of Literatures

Limitations of the Study

Organization of the Report

Chapter II: Presentation and Analysis

Chapter III: Summary, Findings and Conclusions

References

5
Appendices

LIST OF DIAGRAMS

Figure No. Figure Description Page No

Table 1: ……………………………………………………………. 18

Table 2: …………………………………………………………… 19

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Chapter I: Introduction

1.1 Background of the Study

Quality is a term that carries important meaning to both producer and customer. In the global
marketplace today, many organizations realized that its survival in the business world depend
highly on producing high quality product and services. Indeed, a lot of organizations have
emphasized that quality should have to be put in place, integrated within the management
system, especially in terms of bringing the end products or services to the customers, especially
with the intense competition arriving from the rivals. Accordingly, total quality management
(TQM) has become increasingly prevalent as one of the management strategies in ensuring
customer satisfaction and loyalty, improving products and service quality and reinforcing
continuous improvement.

This study investigates the total quality management of Eco Infinity Pvt. Ltd. in the trading
industry of Nepal. There are various trading companies that deals with different line of products.
With the study of total quality management of trading industry, it would help to know it’s
practices and effectiveness of implementation.

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1.2 Objectives of the Study

 to explore the perception of employees pertaining to the implementation of total quality

management (TQM) in the automobile industry

 to identify at which attribute of TQM has been chosen most by the respondents
 to determine whether there are other quality measurements besides TQM that has been
practiced.
1.3 Research Methodology

Primary Data: Data has collected by the online survey by distributing questionnaires.

Secondary Data: Data is collected through some journals, company website. The data has been
collected on the basis of the different sources in order to achieve the object of the project.

Research problem:

 To view the total quality management practices at Eco Infinity Pvt. Ltd.

Research process: A questionnaire is developed and sent to various samples and collected the
data and analyzed the data based on various parameters which we previously stated.

Research design:

 Questionnaire was prepared with the help of questions that were already designed.
 Sent it to two-wheeler customers
 Got 12 responses
 Analysed the data and kept it in a format
 Interpreted the data and drawn the outputs
 The final data is stated in the form of graphs

1.4 Statement of the Problem

8
The statement of the problem of this study helps us to clarify our research direction and the
questions are:

1. How did the concept of quality service overtime?

2. What role can trading companies play to improve their services?

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1.5 Scope of the Study

Development is much more talked about topic in Nepal in recent years. Since development
model is different based on time, place and other factors we need to understand what works
best in development of Nepal. This study aims to highlight the need of sustainable
development for Nepal and how financial institutions can play a vital role in it. It also has
shown light on why Nepal has not been able to meet the high level of development.

Review of Literatures

Limitations of the Study

Organization of the Report

10
Chapter II: Presentation and Analysis

The research was conducted on the employees of a trading company and resulted with number of
15 findings (the total number of employees). All these findings and conclusions are basically
drawn from the questionnaires, which were filled by the respondents in person.

The study also set out to determine the level of education of the respondents. From the findings,
41.66% who were the majority were bachelor degree holders, 25% held a post graduate diploma
while 33.33% held a masters degree. This implied that the respondents were well educated and
could rely upon to understand and respond to the study.

Analysis of Management Leadership

Management Leadership Practice

Very Low 0%
Low 4%
Moderate 13%
High 47%
Very High 36%

The findings above show that, the management team was strong enough to influence its
employees. The company is not just profit-driven but also concerned about the employees well-
being. There was two-way communication, employee involvement or participation in decision
making. There were areas where the management failed to implement the quality management
practices. But overall it related to other aspects such as provision of leadership role in quality
management initiatives.

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Resource Management

Resource Management Practice

Very Low 0%
Low 0%
Moderate 38%
High 30%
Very High 32%

The findings above show that, employees were provided with necessary training and
information, tools needed to perform their job. The company would manage materials required
for the organization. This section emphasized on the materials required for the employees for
smooth flow of the work where the implementation of quality management succeeded.

Measurement and Feedback

Measurement and Feedback Practice

Very Low 0%
Low 0%
Moderate 12%
High 45%
Very High 43%

The findings above show that, customer feedback is positive. The customers are satisfied with
their purchase. The information necessary for the company are gathered and analyzed for other
purposes. Employee performance is evaluated and appreciated accordingly. Feedback is provided
for improvement. The deserving employees are recognized.

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Continuous Improvement

Parameter Practice
Very Low 2%
Low 0%
Moderate 29%
High 42%
Very High 27%

The findings above show that the company focuses on continuous improvement of the
employees. There is quality improvement coordinating body to ensure the employees are
motivated.

Systems and Processes

Parameter Practice
Very Low 0%
Low 7%
Moderate 12%
High 40%
Very High 41%

The findings above show that the company implements the system and process control are
practiced in relation to meet the order requirements, implementing various systems for quality
assurance, employee involvement in different processes to know how to evaluate them.

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Education and Training

Parameter Practice
Very Low 0%
Low 0%
Moderate 2%
High 53%
Very High 45%

The above findings show that the employees are educated to perform their job effectively.
Employees are provided with training when in need. The company provides a platform for
continuous learning.

Work Environment and Culture

Parameter Practice
Very Low 0%
Low 0%
Moderate 3%
High 52%
Very High 45%

The above findings show that there is positive influence from the working environment for the
employees. The workplace is one of the important determinants that influences employee
motivation, productivity and efficiency.

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Chapter III: Summary, Findings and Conclusions

Based on the analysis of data, results were drawn and presented as below.

 The employees in the company are educated (mostly bachelor degree holders)
 The management is leading the company in the right path by involving the employees in
its every activity, focusing on the well-being of the employees alongside.
 The resources provided by the company has contributed the employee workflow to some
extent.
 The company focuses on the customer satisfaction, feedback, employee evaluation.
 The company strives for continuous improvement and growth of the employees for
quality service.
 The company has built a set of systems and processes according to which it runs.
 The employees are provided with employment opportunities.
 The company provides better working environment for the employees.

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References

Appendices

16
Questionnaire

Introduction:
This survey is a part of a study on the evaluation of TQM implementation in Automotive
Industry. The main objective of this survey is to determine the extent of TQM implementation in
Eco Infinity Pvt. Ltd. The information obtained will be used for research purposes only and no
attempt will be made to identify any individual or organizations in any of our publications.

In this section, we would like to know about your organization in general. Please tick (􀀹) in
the appropriate boxes or fill in the
blanks.

1. What is the approximate number of employees in your company?

􀀀 Less than 50 􀀀 51 to 300 􀀀 More than 300

2. How much is your paid-up capital?

􀀀 Less than Rs.10 million 􀀀 Rs.10 million to Rs.49 million 􀀀 More than Rs.49 million

3. What is the nature of your company?

􀀀 Manufacturing
􀀀 Assembling
􀀀 Service
􀀀 Others (Please specify) …………………

4. What is the status of the ownership of your company?

􀀀 Local
􀀀 Joint Venture
􀀀 Fully foreign
􀀀 Others (Please specify) …………………

5. Which of the following quality initiatives has your company implemented and when did you
start implementing it? (Tick as many as apply).

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􀀀 Setting up a quality department (…)
􀀀 Applying Statistical Process Control (…)
􀀀 Developing strategies for total quality (…)
􀀀 Employee involvement to improve quality (…)
􀀀 Development of a quality system (.…)
􀀀 Supplier involvement program (….)
􀀀 Cultural change program (.…)
􀀀 Business processes improvement (…)
􀀀 Customer satisfaction initiatives (…)
􀀀 Establishing measures of quality progress (….)

6. What is your position in your company?

………………………………………………………………..……………..

7. Gender
􀀀 Female Male 􀀀 Others

8. Age
…………………………

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This section attempts to determine the level of TQM implementation in Automobile
Industry.

PLEASE CIRCLE your perception on the importance of each statement listed below and
the extent practice in your organization. Please use the following scales:
PRACTICE (The extent or degree of practice in your organization):
1 = Very Low
2 = Low
3 = Moderate
4 = High
5 = Very High
For example: Quality policy is communicated to all employees.
If Practice = 5, this means it is very highly practiced.

TOTAL QUALITY MANAGEMENT PRACTICES

F1. Management Leadership
1. Top management ensures that every employee knows the 1 2 3 4 5
company’s mission and business objectives.
2. Top management strongly promotes staff involvement in quality 1 2 3 4 5
management and improvement activities.
3. Managers and supervisors empower employees. 1 2 3 4 5
4. Communication links are established between employees and top 1 2 3 4 5
management.
5. Top management takes care of employee well-being (e.g. 1 2 3 4 5
welfare, health and safety provision, etc.).
6. Company fulfils its social responsibilities (such as environment 1 2 3 4 5
friendly operation, charity to school, etc)

F2. Resource Management

1. Employees are given information and training they need to do the 1 2 3 4 5
job effectively.
2. Employees are given tools they need to do the job effectively. 1 2 3 4 5

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3. Sufficient financial resources provided to support improvement 1 2 3 4 5
activities.
4. Company manages its material resources effectively. 1 2 3 4 5

F3. Measurement and Feedback

1. Customer satisfaction level are measured and monitored. 1 2 3 4 5
2. Information on quality and customers are collected and analysed. 1 2 3 4 5
3. Information on operational and financial performances are 1 2 3 4 5
collected and analysed.
4. Employees’ views are listened to and acted upon. 1 2 3 4 5
5. Employee performance are measured and recognized. 1 2 3 4 5

F4 Continuous Improvement
1. There is a quality improvement coordinating body (e.g. quality 1 2 3 4 5
steering committee).
2. Improvement teams are active in all departments. 1 2 3 4 5
3. Quality improvement tools and techniques are widely used. 1 2 3 4 5
4. The company practices continuous improvement of all its 1 2 3 4 5
products, services and processes.

F1. Systems and Processes

1. Systems and procedures for quality assurances are implemented. 1 2 3 4 5
2. Internal data collection system is established. 1 2 3 4 5
3. Market information and feedback system is established. 1 2 3 4 5
4. The employees involved in different processes know how to 1 2 3 4 5
evaluate them.

F2 Education and Training

1. Top management always updates their knowledge. 1 2 3 4 5
2. Employees are trained for job related skills. 1 2 3 4 5

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3. Employees are trained on total quality concepts. 1 2 3 4 5
4. Continuous learning is provided through education and training. 1 2 3 4 5

F3. Work Environment and Culture

1. A pleasant environment exists in all working areas. 1 2 3 4 5
2. Positive values such as trust, honesty, hardworking, are fostered 1 2 3 4 5
by management.
3. Teamwork and involvement are normal practices in the company. 1 2 3 4 5
4. The company adopts ‘Employee satisfaction’ initiatives (such as 1 2 3 4 5
suggestion schemes, profit sharing, etc.).

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Please circle the number of the response that best represents the level of agreement that
your company has with the following statements.
1 = Strongly Disagree 2 = Disagree 3 = Neutral 4 = Agree 5 = Strongly Agree
STATEMENT
Since our company began implementing a total quality management Degree of
program: Agreement
1. Customer satisfaction has shown improvement. 1 2 3 4 5
2. The numbers of products/service defects, errors, or failures found by the 1 2 3 4 5
customer have decreased.
3. The number of customer complaints has decreased. 1 2 3 4 5
4. Our financial results have been improving. 1 2 3 4 5
5. Our quality program has improved our business performance in general. 1 2 3 4 5
6. Our company has developed a culture that emphasizes quality. 1 2 3 4 5
7. The number of employees participating on quality teams has increased. 1 2 3 4 5
8. Employee satisfaction has increased. 1 2 3 4 5
9. Employee turnover has decreased. 1 2 3 4 5

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